Pulsus

Support Analyst, English and Spanish – Mid-level

Pulsus

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Provide initial technical support to users of our software platform;
  • Assist users by handling incidents and answering questions;
  • Handle remote support tickets through available channels (including calls and synchronous meetings);
  • Analyze customer requests and execute procedures to resolve issues;
  • Diagnose faults on the Pulsus platform;
  • Open, route, and follow up on support tickets in accordance with quality standards/SLA;
  • Be part of our amazing Support team!

Requirements

  • Experience in technical support, preferably in B2B companies;
  • Experience in contexts that require decision-making, autonomy, and effective demand management;
  • Strong interpersonal communication and ability to engage with different customer profiles;
  • Genuine interest in technology and continuous learning;
  • Fluency in Portuguese, Spanish, and English, with strong written and verbal communication in all three languages;
  • Ability to perform technical analysis and identify complex scenarios;
  • Proactive mindset: we seek someone who brings solutions and improvements, not just problem reports;
  • Organization and good time management;
  • Familiarity with support metrics such as response time, CSAT, NPS, among others.
Benefits
  • Meal allowance/voucher in partnership with Swile;
  • Health plan: SulAmérica - Clássico Apartamento or Especial 100 R1, or Unimed Unimax;
  • Dental plan: SulAmérica or Bradesco Odonto;
  • Profit-sharing based on achievement of company targets;
  • Birthday day off.
  • Our partnerships and agreements:
  • TotalPass: discounts on gym memberships;
  • Vittude: discounts for mental health support consultations;
  • NewValue: benefits club offering discounts at partner stores.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supportincident handlingremote supportfault diagnosisticket managementtechnical analysisproblem resolutiondemand managementsupport metrics
Soft skills
interpersonal communicationdecision-makingautonomycustomer engagementproactive mindsetorganizationtime managementcontinuous learning